Emergency Services Dispatcher

The Emergency Services Dispatcher is a FLSA non‑exempt entry‑level position under the general supervision of the Emergency Services Dispatch Supervisor. This role performs critical public contact and communication work necessary for dispatching police, fire, and emergency medical services to emergency and non‑emergency situations. As the first point of contact with the public via 911 and other telephone lines, the employee must obtain information from callers who may be injured, confused, hysterical, frightened, or abused. The position requires working in highly stressful, emergency situations where injury or death of individuals might occur as a result of an error.ESSENTIAL FUNCTIONSOperate a multi‑line telephone system to answer emergency and non‑emergency calls for serviceOperate and communicate through multiple radio transmitters and receiversCalm, negotiate, advise, and otherwise communicate with callers to obtain necessary and accurate informationProcess information simultaneously without sacrificing speed and accuracyDetermine appropriate nature of calls and assign predetermined codes and priority for proper emergency service responseMonitor location, status, and needs of police, fire, medical, and other emergency personnel by using radio, telephone, computer, logs, and other meansUse multiple monitors associated with the Computer Aided Dispatch (CAD) system simultaneouslyProvide emergency medical assistance to the public by telephoneUpdate and dispatch information as it is received; retrieve necessary information including driver's licenses, vehicle registrations, warrants, etc. through a variety of computer sourcesMaintain required forms and logsIMPORTANT FUNCTIONSPerform related duties as assigned.Perform other duties of similar classification or a lower pay grade as assigned.PHYSICAL REQUIREMENTSThe physical standards an employee must meet to perform the essential job duties:Hear and distinguish between multiple levels of sounds, frequencies, and tones of voiceSpeak clearly with excellent articulation, professional language, and appropriate tone and volume levelHave manual dexterity to operate radio, telephone, and computer equipmentSit for extended periods in front of a computer terminalHave clear vision and the ability to distinguish between various colorsMust have knowledge of:Pueblo City and County streets, locations and landmarksBasic filing proceduresSuperior customer service principles and skillsSKILLS, KNOWLEDGE AND ABILITIESLearn and abide by department policies, practices, techniques, and methods required to perform essential functionsPrioritize calls (emergent or non‑emergent)React with an appropriate sense of urgencyOperate multi‑frequency 2‑way radio and multi‑line telephone systems while maintaining composure and awarenessOperate a computer system terminal with multiple screens and related office equipment, and use word processors, spreadsheets, and databasesWork well under pressure, manage heavy workloads, and perform multiple competing tasks simultaneouslyDistinguish directions; listen to, read, and understand applicable rules, policies, procedures, laws, correspondence, and memorandaAccept discipline and constructive criticism, and comply with verbal and written instructionsEffectively train, coach, and mentor new dispatchersProvide good customer service to diverse persons or groups, including superiors, city personnel, other agencies, and the public, demonstrating courtesy, personal integrity, and empathyElicit mission‑essential information from upset callers while maintaining a calm and professional demeanorProvide medical assistance to callers using a standardized system of structured interrogation and pre‑scripted instructionsUse good judgment and act decisively in handling emergency and stressful situations, assessing problems and alternatives in a timely mannerDisplay self‑motivation, loyalty, and commitment to the Department and the City of PuebloPromote cooperation, a positive attitude, diversity, integrity, trust, respect, and teamworkWork a variety of shifts in an office environmentPerform all duties safely and in accordance with organizational values, policies, and proceduresQUALIFICATIONS REQUIRED AT APPLICATIONHigh school diploma or GEDQUALIFICATIONS HIGHLY PREFERREDAt least one (1) year of successful experience in a fast‑paced customer‑service environment with multi‑tasking, significant public contact, and multi‑line telephone communicationsAt least one (1) year of experience using computers and computer‑related equipmentCall center or related experienceExperience with shift workDISQUALIFICATION POLICY – TATTOOS AND MARKINGSAny tattoos or other markings on the head, scalp, face, ears, neck (above the collarbone), or hands (wrist to fingertips) will be a cause for disqualification.A permanent cosmetic makeup on the face or permanent commitment band(s) on the finger(s) are exempt from this policy.Current Police Department employees hired prior to July 1, 2025, will be exempt from this disqualification.DISQUALIFICATION POLICY – ILLEGAL DRUG USAGEAny use of marijuana within 1 year prior to the date of application may be a cause for disqualification.Any use of illegal drugs other than marijuana within 2 years prior to the date of application may be a cause for disqualification.SPECIAL REQUIREMENTSComprehensive background investigationTruth Verification AnalysisPolygraphPsychological examinationDrug screeningPhysical examinationAttendance of a 2‑hour orientation in the City of Pueblo Communications CenterPass the CritiCall 911 Public Safety Dispatcher Pre‑Employment Test (both Overall Non‑Data Entry and Overall Data Entry sections).SPECIAL CONDITIONS OF EMPLOYMENTIndividuals will be exposed to highly stressful emergency situations where injury or death may occur as a result of an error. The role may require working in a seated position for extended periods of time, with limited mobility in a highly structured environment.EMPLOYMENT EXPECTATIONSAchieve CCIC/NCIC Certification within six (6) months of employment.Achieve Emergency Medical Dispatch (EMD) certification within nine (9) months of employment.Work 8‑ or 10‑hour varied shifts, nights, weekends, holidays, and mandatory overtime.Meet attendance and punctuality standards as established by the Pueblo Police Department and the City of Pueblo.Once hired, employees may not add new tattoos or body art to prohibited areas. Employees may show tattoos below the elbow on the arms and below the knees on the legs if not otherwise prohibited. All employees must submit documentation regarding existing tattoos which will become part of the personnel file. All required licenses and certifications must be maintained throughout the term of employment.Classification that access and maintain criminal justice information may not have been convicted of, or have pending charges of, a felony or misdemeanor that would deny or restrict access to criminal justice information.Applicants must submit proof of legal right to work in the United States. The City does not sponsor work visas.BENEFITSThe City of Pueblo offers a comprehensive benefits packet. For a summary of the benefits associated with this position, visit www.pueblo.us/benefits.CIVIL SERVICE EXAMINATIONDate: July 28, 2026.Note: The Civil Service Commission may use a Training & Experience (T&E) evaluation to establish an eligibility list for this classification.#J-18808-Ljbffr

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